magikflame.comReviews of magikflame.com

This company has the worst customer service. Its entire website sites how customer focused they are however, it has literally taken me 2 years to finally get someone on the phone. When I purchased the very expensive insert, I also asked about buying a mantel. I was told they were on back order but I could order the insert and then be in touch to get the mantel. MY error!! I bought the insert and have tried to reach someone for 2 years to purchase the matel. I finally got to speak with someone today who tells me they haven't sold mantels for 2 years and do not anticipate selling them anytime soon. So, I now have an expensive insert with no mantel.

The video presentation on the website is wonderful. But DO NOT BUY their fireplace insert!! I purchased it and when I got it, I thought it had come from Temu. It's cheap and fake looking with a plastic log in front with lights that blink. The flames are projected using a mirror so when you stand near the insert and look down, you see a mirror reflecting your face. The details about the insert are buried within the RETURN policy. It states one must view the fireplace sitting down on a couch 6-8 feet away at a straight-on angle. Any other distance or angle will result in a poor view. On the website main page, it's states one has 30 days in home evaluation and returns are accepted for any reason. But buried within the site are their return terms and conditions which are more plentiful than any product in history. Returns are not accepted if the fireplace arrived to you damaged in transit or if you don't like the cheap quality and projection effect. There have been endless complaints about that mirror effect which projects videos of flames on the back of the insert like a TV screen with the plastic log blinking in the forefront. In no way does this resemble a realistic looking fireplace. You'd be better getting a cheap insert from a big box store. Also, you will never get a full refund for a return. Essentially, the company doesn't accept returns. They will insist the insert works properly. The return portion on their site states you will not be refunded original shipping costs and must pay return shipping. Also, it states of you got "free" shipping, it wasn't actually free. It was just built into the purchase price so that free shipping cost is subtracted. There are also fees and by purchasing the fireplace, the buyer gives up all rights to arbitration, disputing the charge on your credit card and many other rights. Essentially, if you bought it, you own it and any attempt to return it will be denied. The insert in no way looks or works like on the site's video. It's a total scam. The company knows it ad there are many complaints about the same issues on BBB site and other review sites. I suspect the company's many positive reviews are fake and not from actual buyers.

Wish I had read more reviews. Wish I had read the fine print (which is what the company is telling me I did wrong). Wish I had turned it on before I installed it behind a beautiful stone mantle. BUT I learned that it doesn't look good up close or during the day (as per the fine print). WHAT? Who doesn't want to get close to a fireplace to warm your hands? AND I live in NH where you have fires during the day. the glass is at a 45degree angle and reflects what's in front of it. It's HORRIBLE. I suggest learning from my mistakes.

Traditional fireplaces create smoke and require upkeep, MagikFlame gives you the beauty without the burden. Absolutely loving it.

Bob Sockey's 1 star review is right on the money! I never leave reviews but this time I just can't hold back. I won't restate what he said as you can scroll down and read his review but after going back and forth numerous times with customer service. I still have no answer to my simple question. The holographic flames are projected off a piece of glass over the logs at a 45* angle. I have the Artemis model and the glass looks absolutely horrible, and it ruins the realness. So, I ask, show me anywhere in the beautiful 30-minute video they made and pictures online where you see the obnoxious piece of glass, annoying reflections and TV appearance. All potential buyers, please do your due diligence and look for it, you won't find it. Also, the picture online shows the Artemis on an angle, no glass in the picture. You can't view this fireplace in any other angle but straight on. I also asked if I could reduce the TV screen appearance and her answer to me was change the background to the brick view! Really? I shouldn't have to! Don't waste your money on this, there is no such thing as a free 30-day trial as the mantel isn't returnable once opened (how else are you going to see the look of it all together) and the fees are enormous as Bob Sockey stated. In my opinion, since you don't see the glass, reflections and TV appearance in the pictures and videos, this is false advertising. "It's in the manual" doesn't answer the video and picture question. I had high hopes.

This fireplace is cheaply built, mantle screw holes didn’t line up, holographic flames look like the Yule log tv station behind the logs, directions are not very good, watched a video for the installation and it was vague. Buttons on keypad work intermittently, the fire crackling sounds are not realistic. This fireplace is way overpriced. Not happy at all. Do not recommend purchasing this fireplace.

The Magikflame electric fireplace insert looks fantastic on their website. An actual holograph projected on realistic logs!!! We called Magikflame to see where in California we could see their electric fireplace insert in action. They have no showrooms except at their factory in Tennessee. No problem Greta, their sales rep, said: "If you buy one we have a 30 day trial period. If you don't like it you can send it back!" When I specifically asked, she informed us that we would have to pay the return shipping cost. So, feeling safe, we bought the insert and excitedly awaited its arrival. After setting it up and turning it on my wife said, "It looks fake, I don't like it, send it back". It really doesn't look like the videos on the website. It's not really a holograph. It is a video projected on to a piece of glass hanging in front of the log set. On top of that, the software for the log set was flaky and kept disconnecting from the controller. We had to unplug the log set from the wall outlet to regain control. So, we shipped it back via FedEx for $595 three days after it arrived. That hurt. But it was even worse. The fine print, that Greta did not mention, states that there is a 20% restocking fee and we must also pay Magikflame's cost to ship the insert to us. If we had known that beforehand we never would have bought the insert. The total cost with 'free shipping' was $2995. We paid $595.00 to return ship, $360.22 Magikflame's shipping, and $599.00 restocking fee. Our THREE DAY trial cost us $1554.22. They did NOT deduct their $360.22 shipping charge from the $2995 before calculating the restocking fee. Yes, we got screwed. We should have read every little word on their website's fine print before we made our purchase. They are covered legally. But they should be more upfront about their 30 day trial period and openly volunteer the actual cost to return a product.

Purchased a unit in 2021 and what it looks like in person vs. their website is completely different, meaning the website is incredibly misleading. As of 1/20/2025 the unit will not power on and after a few calls to tech support, I have not received a return call yet. At this point I would recommend that if you are considering buying one of these units, DO NOT do that. Save your money and look at other options, there are quite a few out there.